Forbidden (403) - Viewing Attachments

[Andi Taylor]

When trying to view attachments to a service desk cases that they have raised, my customers are complaining they receive a forbidden (403) error. These are either .pdf or .docx files.

Using a test customer account I receive the error 'Encountered a "403 - Forbidden" error while loading this page'

I have tried to replicate using my account which is a service desk user and I can view all attachments without a problem.

It must be a permissions issue but i'm struggling to track it down, can anyone offer some assistance?

Thanks

Andi

[Petter Gonçalves · Accepted solution]

Hello Everyone,

I just would like to add that the bug JSDSERVER-6304 has being fixed, so this issue should not be happening after Jira Service Desk server 4.1.0, although we are still working to fix a similar error on JIRA Cloud (See JSDCLOUD-8176 and JSDCLOUD-6084 for possible workarounds).

If you are still facing this problem on Jira Server after upgrading:

1 - Check if the issues are correctly added with a valid request type, as described in the article below: 

https://confluence.atlassian.com/jirakb/403-forbidden-error-when-viewing-attachments-via-portal-915479809.html

2 -  Logged as a project administrator, navigate to the project "Bugs" > Project Settings > Permissions > check if the "Service Desk Customer - Portal Access" role is added with the permission "Create attachments"

3 - Logged as a site-admin, navigate to Jira Settings > System > Attachments > check if the attachment they are trying to add is not larger than the size allowed for your site.

Best regards.

[Diego López]

I have this issue, for some reason I get a Forbidden on console. This is fixed only when I reload the page.

[Mikhail Ershov]

This is known shameful bug in JSD, but they are working on it

https://jira.atlassian.com/browse/JSDSERVER-6304

Mike

[Christian Franke]

same here..

[Mikhail Ershov]

The same problem

[Paul Fechner]

Hi I am having the same issue.  It appears to relate only to a specific issue though.

[Dmitry Mironov]

Have the same issue, anyone solved it?

[Benjamin Peikes]

Yeah, switch to another product. :) The issue is that if the user isn't logged into your Service Desk, they just get a 403 error.  Of course, Atlassian solve this issue by having access to files cause a redirect to a login page, but they don't seem to want to fix anything in the product anymore. They are too busy adding Next Gen features.

[Dmitry Mironov]

We have situation that even SD team and SD admin cannot access attachments via portal.

[Tom Tipolt]

We are forcing the same issue, so if we attach a file to Jira Servicedesk and link it within a published comment the customer receives the same message when he tries to open it out of the mail message. Has anyone an Idea of what is causing this? 

[Benjamin Peikes]

We've just have a customer report the same thing.

[Andi Taylor]

Has anyone else experienced this? It's casuing me some big problems for my customers.

Thanks

Andi